Customer Experience and Marketing Associate

Filipino Energy Resources Corporation; Makati; On-site; PHP 246,000 - 357,000; Full time

Job summary

Filipino Energy Resources Corporation seeks a Customer Experience and Marketing Associate to deliver excellent customer service while supporting planning, execution, and evaluation of marketing initiatives. The role centers on managing inquiries, feedback, and follow‑ups, and assisting in sales support, campaigns, and social media activities to enhance the customer journey.

Ideal candidates are strong communicators with multitasking abilities, capable of coordinating with Store Officers and

Qualifications

• Bachelor's degree or higher in Marketing, Business Administration, or related field.
• Certifications in customer service or marketing are a plus.
• Proven experience in customer service, preferably in a call center or similar environment.
• 1–2 years in marketing, customer service, sales, or related field; fresh grads welcome.
• Excellent verbal and written communication skills.

Responsibilities

• Respond to customer inquiries via phone, email, social media, and other channels.
• Handle complaints and feedback; follow up to ensure resolution.
• Support sales activities and customer engagements; assist with campaigns.
• Assist in organizing marketing events, promotions, and campaigns.
• Maintain up-to-date product knowledge and brand consistency.

Skills

Customer service experience

Communication skills

Analytical skills

Microsoft Office

CRM knowledge

Digital marketing tools

Education

Bachelor's degree in Marketing or related field

Tools

CRM systems

Microsoft Office

Canva

Meta Business Suite

Google Analytics

Job description

I- QUALIFICATION

• Bachelor's degree in Marketing, Business Administration, or any related business field.

• Additional certifications in customer service or marketing are an advantage.

• Proven experience in customer service, preferably in a call center or a similar environment.

• At least one (1) to two (2) years of experience in marketing, customer service, sales, or a related field. Fresh graduates are encouraged to apply.

• Excellent verbal and written communication skills.

• Strong problem-solving, analytical, and decision‑making abilities.

• Sales experience with a proven track record of achieving targets is an advantage.

• Proficient in Microsoft Office applications (Word, Excel, and PowerPoint).

• Knowledge of customer service software, CRM systems, and digital marketing tools such as Canva, Meta Business Suite, and Google Analytics is an advantage.

• Knowledge of basic marketing principles, including market segmentation, customer behavior, and the customer journey.

• Ability to work in a fast‑paced environment and manage multiple tasks effectively.

• Strong interpersonal, organizational, and coordination skills.

• Creative, detail‑oriented, and able to work with minimal supervision.

II – SCOPE OF POSITION

The Customer Experience and Marketing Associate is responsible for delivering excellent customer service while supporting the planning, implementation, and evaluation of the company's marketing initiatives.

The position focuses on enhancing the overall customer experience by managing customer inquiries, complaints, feedback, and follow‑ups while assisting in sales support, marketing campaigns, social media activities, and operational coordination. The role also works closely with Store Officers and other departments to ensure efficient daily operations and a positive customer journey.

Work Schedule

• Monday to Friday: 8:00 AM – 5:00 PM

• Saturday and Sunday: On‑call for urgent customer support

III. Key Responsibilities

1. Customer Experience Management

• Respond promptly to customer inquiries through telephone, email, social media, and other communication channels.

• Handle customer complaints, feedback, concerns, and follow‑up activities.

• Maintain positive customer relationships and ensure customer satisfaction.

• Monitor and improve customer service quality and customer experience.

• Escalate unresolved concerns to the appropriate department.

2. Customer Service and Complaint Resolution

• Address product inquiries, order concerns, store‑related concerns, and franchise inquiries.

• Investigate and resolve customer complaints promptly and professionally.

• Coordinate with relevant departments to prevent recurring issues.

• Maintain accurate records of customer concerns and resolutions.

3. Sales Support

• Conduct inbound and outbound calls to support product promotions and customer engagement.

• Assist branches and stores with customer‑related concerns.

• Follow up with potential customers and franchise inquiries.

• Identify opportunities for upselling and cross‑selling.

• Support sales activities and contribute to achieving company targets.

4. Marketing Support and Campaign Management

• Assist in developing, implementing, and monitoring marketing plans and promotional campaigns.

• Support lead generation and customer engagement initiatives.

• Assist in organizing company events, product launches, promotions, and trade exhibitions.

• Coordinate marketing activities with internal departments and external partners.

5. Digital Marketing and Social Media

• Manage the company's social media platforms and respond to online inquiries.

• Create and prepare marketing materials, including promotional content, brochures, posters, and social media posts.

• Ensure brand consistency across all digital and marketing platforms.

• Monitor customer engagement and online interactions.

6. Market Research and Data Analysis

• Conduct market research to identify industry trends, competitor activities, and customer preferences.

• Collect, organize, and analyze customer and market data.

• Prepare reports, presentations, and recommendations for management.

• Provide insights that support marketing and business decisions.

7. Operational Coordination

• Coordinate with Store Officers to address operational concerns and ensure smooth store operations.

• Collaborate with suppliers, third‑party service providers, and external partners.

• Support cross‑functional activities involving the Marketing, Operations, Sales, and Customer Service teams.

8. Reporting and Documentation

• Prepare and submit weekly and monthly reports covering:

  • Customer inquiries and orders

  • Customer complaints and feedback

  • Franchise inquiries

  • Store directory updates

  • Product concerns

  • Marketing campaign performance

  • Customer engagement activities

• Provide management with recommendations, performance analyses, and improvement plans.

9. Product Knowledge and Quality Assurance

• Maintain updated knowledge of company products, services, promotions, and policies.

• Participate in training programs related to customer service, sales, and marketing.

• Ensure compliance with company policies, procedures, and quality standards.

10. Performance and Metrics

• Achieve established Key Performance Indicators (KPIs), including customer satisfaction, response time, campaign performance, and sales targets.

• Monitor customer experience, marketing, and sales performance metrics.

• Identify opportunities for process improvement and service enhancement.

11. Team Collaboration

• Coordinate closely with the Marketing, Operations, Sales, Customer Service, and Store Operations teams.

• Share customer feedback and market insights to support product and service improvements.

• Participate in meetings, training sessions, and collaborative projects.

12. Technology, Confidentiality, Professionalism, and Safety

• Utilize customer service systems, CRM platforms, and marketing tools effectively.

• Maintain the confidentiality of customer, company, and business information.

• Demonstrate professionalism and uphold company values in all interactions.

• Adapt to changing business requirements and perform additional tasks assigned by management.

• Follow all company health and safety policies and procedures.

• Be capable of handling phone calls, computer‑related tasks, and prolonged periods of sitting throughout the workday.